Job Summary
We are seeking a highly organized, decisive, and proactive Dispatch & Operations Manager to oversee our Non-Emergency Medical Transportation (NEMT) operations in the Dallas-Fort Worth area. In this role, you will be the operational backbone of a 20(+)-vehicle fleet across 3 key operational partners and multiple clients including the Veteran's Administration. You will integrate scheduling, real-time dispatch, and fleet management into a seamless daily operation.
This is a hands-on leadership role. You will manage a hybrid, global team consisting of local drivers, an account and fleet maintenance manager, and a dedicated team of overseas remote dispatchers. The ideal candidate thrives in a fast-paced environment, excels at stakeholder communication, and can optimize routes for maximum efficiency and compliance.
The role will be hybrid with required working in-office, home, and field.
Key Responsibilities
- Talent Acquisition & Training: Own the end-to-endrecruitment process for new staff, including sourcing, vetting, andinterviewing local drivers and remote dispatchers. Design and executecomprehensive onboarding programs focused on NEMT safety, customerservice, and software compliance.
- Team Leadership & Management: Directly manage and train ateam of 25+ local drivers and an overseas team of remote dispatchers.Oversee a junior fleet coordinator responsible for daily vehiclemaintenance, inspections, and vendor relations.
- Dispatch & Scheduling Optimization: Supervise daily scheduling,routing, and live dispatch tracking using NEMT software. Ensure maximumvehicle utilization, multi-load efficiency, and minimal deadhead miles.
- Data & Report Management: Develop, monitor, andanalyze key operational reports (e.g., on-time performance, driverutilization, fuel efficiency, and deadhead mileage). Use these insights topresent regular performance reviews to the 3 partners and drive continuousimprovement.
- Partner & Client Relations: Serve as the primary pointof contact for our 3 operational partners and multiple key clients. Ensurestrict adherence to individual Service Level Agreements (SLAs), compliancestandards, and reporting requirements.
- Fleet Oversight: Partner with the account and fleet resource to trackvehicle health, schedule preventative maintenance, manage emergencybreakdowns, and ensure total compliance with state and medical transitregulations.
- Operational Availability: Maintain core operational accessibility forapproximately 10 hours per day during peak transit windows. Serve as thepoint of escalation for 24/7 emergency calls (e.g., severe accidents,critical vehicle breakdowns).
Requirements
Qualifications & Skills
- Experience: 3-5+ years of experience in logistics, dispatch, orfleet management. Experience in Non-Emergency Medical Transportation(NEMT) or healthcare logistics is highly preferred.
- Leadership: Proven track record of managing people, specificallyexperience managing remote/overseas teams and hourly driver workforces.
- Tech-Savvy: Proficiency with NEMT scheduling software (e.g.,MediRoutes, Bambi, TripMaster) and GPS tracking/telematics systems.
- Problem Solving: Ability to make critical, split-second decisionsregarding routing changes, driver call-outs, and vehicle emergencies.
- Communication: Exceptional verbal and written communication skills toeffectively manage relationships between overseas staff, local drivers,and corporate partners.
- Flexibility: Willingness to be on-call for emergency escalationsoutside of standard daily windows.
Benefits
Benefits & Perks
- Competitivebase salary with performance-based bonuses tied to fleet efficiency,partner satisfaction, and other KPIs.
- Healthinsurance.
- PaidTime Off (PTO)
- Significantcareer growth potential as the fleet scales.